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adriana Rodriguez

@adrianarodriguez2

Bilingual Customer Service and Quality Analyst improving call-center quality, training, and customer satisfaction in high-volume environments.

United States

Message

What I'm looking for

I’m looking for a customer-focused role where I can improve quality and customer satisfaction through coaching, monitoring, and efficient call handling, while contributing to training and knowledge bases in a high-volume environment.

I’m a bilingual Customer Service and Quality Analyst with over 3 years of experience in high-volume call center environments, delivering English/Spanish customer support and resolving issues while maintaining strong satisfaction scores.

I monitor, evaluate, and coach team performance to ensure compliance with quality standards, handle inbound calls with professionalism to reduce average handling time, and contribute to improved customer retention by exceeding quality metrics.

I also support onboarding by assisting in creating training materials and knowledge base updates, and I bring logistics and foreign trade education that strengthens my organizational and analytical approach. With experience managing the largest customer support team (11–15 team members), I’m comfortable balancing quality, speed, and accuracy across finance, government, healthcare, and telecommunications customer needs.

Experience

Work history, roles, and key accomplishments

Customer Service & Quality

Qualfon and Teleperformance

Feb 2015 - Sep 2023 (8 years 7 months)

Provided bilingual English/Spanish customer support in a high-volume call center environment, resolving issues while improving customer support response time by 11–20%. Monitored and coached team performance against quality standards, supported order processing and billing issue inquiries, and maintained updated training materials and knowledge base content.

Call Center Operations Order Processing Live Chat Support Knowledge Base Management Google Workspace Microsoft Office